Our client, a leader within FMCG, is seeking a customer service co ordinator to join them on a fixed term contract until the end of the year on a hybrid basis from their offices in Wheatley.
Purpose of the role:
To ensure the best possible Customer Service is given at all times & all orders are fulfilled as required by customers within agreed service level. All shortages notified & all queries followed through promptly to conclusion.
Role responsibilities:
- Orders placed accurately, in line with the requested delivery date & by the warehouse deadline
- Communicate any stock issues or delays to the Customers & the Account Handler.
- All Customer product lists kept up to date & customer codes utilised in order entry when provided
- Liaise with Accounts Receivable regarding credit-monitored orders & their release
- Prioritise work & support other Customer Services Coordinators to ensure all orders meet deadlines
- Ensure that customer queries are dealt with appropriately, in a timely manner & followed through to conclusion, ensuring the customer is kept updated at all times
- Promptly investigate & log all warehouse/transport issues
- Send new customer account details to 3rd Party providers & update Customer Master Database
- Log & raise returns on credits database & on SAP
- Provide feedback to Planning/Demand Team of unusual demand orders
- Escalate any issues to Customer Service Manager
- Work collaboratively & build effective relationships with key Customer Supply Chain personnel
- Build & maintain effective relationships internally with Demand; Logistics; Marketing & Commercial Teams
- Update & issue Status Reports for key Customers as required
- Collate, complete & analyse Customer Scorecard information for monthly KPI
- Origin shipping documentation checked
Suitable candidates must have the following skills and experience:
- Customer Service experience - preferably gained in a business to business environment
- Order Management experience
- Experience of using ERP systems - ideally SAP
- Good knowledge of Supply Chain processes
- IT skills - Microsoft Office - Outlook; Word & Excel
- High Customer Service ethic & empathy
- High degree of accuracy & attention to detail
- Excellent verbal & written communication skills
- Organisational & time management skills
- Able to work well under pressure & multi task, whilst remaining calm & patient
- Professional & friendly manner
- Work flexibly, able to take initiative & solve problems
- FMCG experience would be an advantage